Hey you, Manager! Ever wondered how to encompass people working on a chat? Or do you prefer leaving them all alone because they handle customers well anyway?
They probably do, since chatting is easy. But with your help, it can be more efficient, and lead to better support and increased sales. Your agents can improve their customer service skills as well.
LiveChat for Managers is a brand new series on our blog, dedicated to those who manage teams working on chat and those responsible for customer service in their companies. There’s a lot to find out! LiveChat comes not only with powerful features making chatting easy, but also with a range of tools for Managers that help to keep tabs on the way your agents work.
Let’s start from the beginning!
After you’ve installed LiveChat, placed it on your website (you did, right?), and customized its look, it’s time to adjust the product to your team’s needs.
Creating teams and managing their accounts
Each LiveChat user can have one of the three available roles: Owner, Administrator or Agent. As a manager (you’re probably an owner or admin), you can create and manage these roles.
Agent roles in LiveChat – Owner, Admin and Agent
Once you create accounts for your people in LiveChat, you can decide which roles they’ll have. We have Owner - there’s only one per licence. Owners can modify everything in the app, including payments. Usually, Support Manager is an Owner, perchance an Administrator.
We have Administrator - they can modify everything except the billing options (that’s the Owners’ job!). Admin roles usually belong to technical people who change settings and integrate LiveChat with other providers. So besides chatting, they’re responsible for the technical aspects of the licence.
Agents - these are the people that handle chats from customers, and they have limited access to settings and reports. You manage their work and set up the licence to make their job easier. It’s the biggest group.
Grouping your agents
Depending on the business you run, and the number of agents you have, you may want to
assign them different responsibilities. Let me show you a few popular examples of groups in LiveChat:
Groups for different kind of customer service - sales and support
Companies often create groups for sales and support. This way you can assign your agents to handle chats from one of these groups. One person is better at sales while the other shows Support Hero qualities? Let them handle the proper cases. You can route sales chats to your sales department where the right people can’t wait to sell your product. While all the support cases go to technical people who know the product well and can handle complicated issues. It’s a win-win!
Groups for different websites with different languages
If you have an ecommerce store that ships worldwide, you may want to provide support in different languages. Grouping agents based on the language allows you to filter chats and reports looking only on the data from a particular group (language). For example, how long do people from China chat compared to the US? Maybe there needs to be a better knowledge base for one group? You can come up with many conclusions if you play with it a little bit.
Read more about managing groups in LiveChat.
Schedule your agents’ work
You probably want your agents to cover all the inquiries coming to the chat. Are they able to do that?
You need to decide whether you want them to be available on chat all day, also covering other communication channels? Or maybe you want them to focus on LiveChat inquiries only but for less time a day? Manage their work schedule inside the app. When the work scheduler is enabled, the status of your agents will be set either to “accept” chats when they start their shift and to “not accept” when they finish it.
It looks like this:
Work scheduler allows you to set shifts for weekdays, weekends or each day separately. It also covers night shifts that start one day and end on the next. There’s a lot of possibilities there. With a little planning skill you probably already have, you can cover every incoming conversation. Read more about how to configure work scheduler.
Set the limit of chats
After a while of having a chat on your website, something we call “chatstorm” can happen to you. It means your agents have much more chats than the decency requires. It’s a hard situation especially when they only began their journey with LiveChat.
To avoid that, you can set a limit on the number of chats each agent can have at one time. For the rookies, we recommend 3 chats at once (if there are other agents covering the rest of the chats). Obviously, they can try to handle more at once, but that goes with a risk of delivering not so great customer experience.
To cheer you up a bit, here’s a video from our Support Heroes, in which they talk about handling a chatstorm.
Supervise tough chats to guide the beginning agents
In LiveChat, there’s an option of chat supervision. A person that supervises a chat, can write a ready response that agents can pass to the customers (without customers' knowledge). It gives you a possibility to train new agents “in real life” without jeopardizing the level of customer service.
It’s much more smooth than in call centers, where if you don’t know the answer, you say to a customer “hold on, I’ll find out”, mute the microphone, ask for help from your teammates and get back to a customer. On chat, you can “whisper” the answer without customers knowing.
With supervision, agents are trained better and are ready to work on their own much sooner. Managers on the other hand, don’t need to read all the conversations later and get back to agents with feedback - it’s happening in real time. Chat supervision can happen without giving hints, agents won’t even know you’re reading their conversations.
It’s not to micromanage them, but giving them the freedom to do their job. And if needed, step in and save the situation.
Plan and coordinate your team’s work
Take the most out of your job as a manager. At the beginning of your journey with LiveChat, organize an agent’s role, divide responsibilities and consider the purpose of using LiveChat. It will allow you to set up groups and adjust the right service.
Then, plan agents’ working hours, control the limit of the chats and level of the support. It’s a good start before you dive deeper into more advanced LiveChat features. Fingers crossed, and if needed you can write to our Support Heroes 24/7/365.
In the next blog post from LiveChat for Managers series, you’ll learn how to use Reports to measure and organize your agents’ work.